Cadoola Casino - Player’s account has been closed after withdrawal request.

Good afternoon,

After making a withdrawal request of 500€ at this casino, out of nowhere my account was blocked. I haven't been able to access my account for two days, can't talk to anyone in the chat, and my emails are not being answered.

According to your review, this casino was supposed to be trustworthy, and now I'm without my money!

I want you to intervene in this situation, or I will file a complaint with the police. This is unacceptable! A disgrace.

Dear Mcmp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Was your account verified?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning,

I played mostly slots.

the verification site said that my account didn't need to be verified at the moment.

I never played with bonuses.

They're my winnings from my money.

Good afternoon I received two emails yesterday canceling my withdrawal requests, one for 150€ and then the 350€ withdrawal. My account has been blocked and I can't talk to anyone in the chat. If they were canceled, where did the money go?

I'm sending you the screenshots of the blocked account and the e-mail I sent to the casino, to which I received no reply.

i also inform you that i filed a complaint with the police today

i contacted the chat who gave me this answer.

and immediately closed the chat! Not allowing me to continue the conversation!

Thank you very much, Mcmp, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Mcmp,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Cadoola Casino to join the conversation.

Dear Cadoola Casino,

I would appreciate it if you could clarify the reasons behind the closure of the player's account and not processing the withdrawal. Should the information be confidential and not suitable for public dissemination, I kindly ask that you send it to me at michal.k@casino.guru

I look forward to hearing from you!

to date i have not received my money

Dear All,

Thank you for reaching out to us.

Please be informed, that the customer cancelled her own withdrawal requests and used it for playing, and then requested account closure on 19/08/23 stating the following: "I deposited a lot of money into my account without any bonus offer. I want a bonus offer or close my account". Since there was no bonus offer available for the customer, we took a decision to close her account per her request.

Kind regards,

Cadoola team

Thank you for your response, Cadoola team.

Please forward me the evidence of the above at michal.k@casino.guru

Dear Mcmp,  

Could you kindly confirm the assertion that you voluntarily canceled your withdrawal and subsequently used the funds for additional play?

Good afternoon,

I won't allow you to bear false witness.

when I tried to log in to my account, the account was frozen, in the chat they closed the conversation as you saw.

I sent you an e-mail, and you gave me the same answer. If they say that, then I want them to give me evidence of it and the IPs used on my account.

i want my money back, i won't allow you to do this to me. It's a real lie what they're doing to me!

it's unfortunate

Thank you for your email along with the provided evidence, Cadoola team.

Dear Mcmp,

I need to thoroughly examine all the evidence provided by the casino team. It appears that you requested the closure of your account following the casino's decision not to offer you additional bonuses. Could you please confirm this information?

Good afternoon, at no time did I ask for the account to be closed

Dear Mcmp,

After careful consideration of all the information and evidence, including your complete game log provided by the casino team, we regret to inform you that we can no longer proceed with your case. As previously stated, you requested two withdrawals of €200 and €350, which you subsequently canceled on 19/08/2024. Following this, you chose to utilize the remaining funds for additional gameplay, leading to the exhaustion of your real money balance. You even made an additional real money deposit of €15 but even this was lost during the gameplay. You did reach out to support, and as noted by the casino, you expressed: "I deposited a lot of money into my account without any bonus offer. I want a bonus offer or close my account." Given that the casino was unable to provide a bonus offer and your account balance was effectively depleted, they made the decision to close your account in accordance with your "request".

In light of these circumstances, I find no fault with the actions of the casino team and must agree with their decisions. As a result, your complaint is considered unjustified. While I understand that this outcome may not meet your expectations, I am unable to assist you further in this matter. If you wish to pursue your complaint further, you are welcome to contact the casino licensing authority.

I apologize that we couldn't assist you on this occasion, but please don't hesitate to reach out to us in the future if you encounter any issues with this or any other casino. We will do our best to help.

Best regards,

Michal

Casino Guru